Supriya Das

• Analyzed client and consumer feedback and adjusted campaigns based on results.(Improved Efficiency for Core/Enterprise Client accounts from 45% to 82% within 90 days)
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.(Collaborated with Developers and Product Managers to provide continuous feedback and improve Phreesia's platform resulting in a 20% reduction in customer complaints.)
• Worked with client leadership to develop solutions specifically targeting client business and marketing goals.(Team ensure to meet the target of maintaining project go-live timelines 99% since last 1 year)
• Collaborate with and maintain effective relationships with other departments to ensure the successful completion Performance Management initiatives while maintaining a high-level of client satisfaction.(Generate ROI, Value Propositions and end to end configuration of Hospital projects including design, configuration, testing, post go-live support, reporting, training)
• Develop tools and processes to ensure customer and team success(Upsell Promo Management, Core/Enterprise Client Utilization management, Mentoring Seniors for Team Lead positions)
• Manage business process mapping, process re-engineering and gap analysis. Recommend opportunities for streamlining, consolidating and optimizing processes.
• Recommending road maps to close performance gaps and developing high level implementation plans(Facilitate cross-training to ensure job rotation and minimize assignment coverage gap)
• Maintaining the relationship with our global Enterprise customers and ensure customer retention, customer adoption targets are met to improve the stickiness of our customers.(Tracking and continuous governance with a utilization tracker maintaining 90%+ utilization)
• Worked closely with merchants to guarantee a high quality technical project delivery resulting in 95% client satisfaction rate.
• Provided consultation to merchants on optimizing payments using the Phreesia platform resulting in 30% increase in transaction volume.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of call flow and responded to Alldcripts technical support needs.
• Translated complex technical issues into digestible language for non-technical users.

Provided Regular,Timely reporting on Performance, communicating issues and significant customer impact to senior leadership and make case for needed resource or investement

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Served as primary point of contact for support relating to owned solutions and products.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.